。?Viewing every customer as special?客人都是平等的,不根据穿着来定其档次。?Every customer is equal, and we can not judge he or she by wears. Р邀请(inviting):饭店员工真诚地邀请每一位顾客再次光临饭店。?Inviting your customer to returnРHotel ManagementР2017/9/27Р8Р创造(creating):饭店员工要为客人创造一个温馨的、使客人享受热情服务的气氛。?Creating a warm atmosphere?带给客人家的感觉?Let every customer feeling at home Р眼光(eyes):时刻关注客人。?Eye contact that show we care?饭店员工要具有超前服务意识?Hotel staff must have advanced service awarenessРHotel Service Quality ManagementРHotel ManagementР开元服务故事—绍兴开元名都微电影《第72种蝴蝶兰》Р2017/9/27Р9Р(一)饭店服务模式?1、无差异性服务和差异性服务?Different service and Unified service?无差异性服务是对所有客人提供的统一的服务模式。?例:主动、热情、耐心的服务。?差异性服务是对个别客人提供的非标准化服务模式。?例:西方客人不喜欢有带数字3和13房号的客房。РHotel Service Quality ManagementР二、饭店服务模式与发展趋势?HOTEL SERVICE MODE AND DEVELOPMENT TRENDРHotel ManagementР2017/9/27Р10
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